FNB, only great until you need to talk to a human being - then 0/10

I get a notification from my FNB app telling me I must claim an eBucks prize but when I try to do so I'm told: "Unfortunately you cannot participate in this comeptition as it is not open to immediate family members of an employee/Director of FirstRand Bank Limited"?

Contacting FNB to ask them about it their response: "We are aware of the errors that clients are receiving when claiming for the prize however eBucks has not notified us on what the alternative option is available for clients to claim the prize."

Asking So now what?, their next response: "Kindly contact the e-bucks desk.EBucks Contact Center***:00 - 18:00 M-F, Sat 08:00 - 16:00, Sun 09:00 -13:00"

Nothing more, blankly ignoring any further requests for information regarding an error ON THE FNB APP!